T's and C's

Below are the full terms and conditions for Sparkly & Co. They're fiddly and a bit full of jargon in places but they boil down to this: I make my products with love and send them out to you for the agreed price. To do this I need your information which I will protect and use solely to provide you with great customer service. I also promise to respect your rights as a consumer.

Terms and conditions

Updated 01/05/2021

Delivery and Processing time:

Custom orders are manufactured between 4 and 8 weeks from the date invoices are paid. Shipping will take place on my next postal day (usually Tuesday or Friday). At busy times manufacturing may take as many as 10 weeks.

Instock orders will be shipped on my next postal day (usually Tuesday or Friday).

Information About Us and How to Contact Us

About Us:
Sparkly & Co is the trade name of the sole trader and partners of Rachel E. Welch.

All products sold by Sparkly & Co are manufactured by us.

You can contact us by e-mail at: [email protected]

By phone on: 07427651992

How We Contact You:
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

Our Contract

Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the product.

We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

Our Products

Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. As such, your product may vary slightly from those images.

Your Rights To Make Changes

If you wish to exchange a product you have ordered, you can:

  • Contact us at [email protected]
  • We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, delivery or anything else which would be necessary as a result of your requested exchange. If you confirm that you wish to go ahead with the exchange, we will deliver your exchanged item once we have received the product you are returning.
  • If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.


Our Rights To Make Changes

We may make changes to these terms or the product (for example, to reflect changes in relevant laws and regulatory requirements), but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

Provision of Products

Delivery costs. The costs of delivery can be found here.

We deliver within the UK and EU.

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Our parcels are delivered by Royal Mail and its international partners. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, Royal Mail will leave you a note informing you of how to rearrange delivery or collect the products from a local depot. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

The products will be your responsibility from the time your order tracking shows as delivered to the address you gave us. You will own the products once we have received payment in full.

Terms of returns:

We ensure all items that are posted to our customers are of the highest standard but if there is ever a need to return an item we do accept returns for a full refund. Provided the item is not excluded on hygiene grounds unless faulty.

Under The Consumer Contract Regulations, your right to cancel begins from the moment you place your order, up to 14 working days after receiving your order. Your right to cancel is unconditional.

The items must be returned in the same condition you received them within 30 days of receipt.  Items that are not as new won’t be applicable for a full refund, but may qualify for a partial refund at our discretion.

Please note that due to the intimate nature of the product that for hygiene reasons, we cannot accept returns of Cloth Sanitary Pads (CSP) or undies (unless they are unopened, for this to be the case the sticker and tissue paper must be unbreached. If you have made a large first order please try on one pair before unwrapping the rest.

When trying on our bras we recommend trying on bras before applying deodorant to avoid marking an item you may wish to return.

Bras that have had to be made to a custom or heavily altered pattern are not eligible for return as these products are completely bespoke. Please provided accurate measurements at the time of ordering to ensure the fit is good. Once we receive your measurements we will advise you as to whether or not your order has become bespoke, there is no additional charge for this service.

Orders within the UK:

  1. If complete orders are returned to Sparkly & Co, 1 Bolle Rd GU34 1PW, the full cost of your postage will be refunded to you.
  2. Please pop a note in with your order reference number and contact details and the reason for return in with the item.
  3. Once we have received your return we guarantee to process any refunds within 14 days on receipt of your order.
  4. The order must be returned via a signed or tracked service. The shipping reference must be provided to us at the time of shipping.

Orders outside the UK:

  1. Please complete the Returns Form that was emailed to you, with your details, order reference and reason for return.
  2. Please ensure that all parcels are securely sealed and always obtain a certificate or receipt of posting where possible.
  3. Packages must be clearly labelled RETURN on the outside.
  4. Please return your items to Sparkly & Co, 1 Bolle Rd, Alton GU34 1PW
  5. Once we have received your return we guarantee to process any refunds within 14 days on receipt of your order. 
  6. The order must be returned using a signed or tracked service. The shipping reference must be provided to us at the time of shipping.

Your Right To Terminate The Contract

You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • If what you have bought is faulty or misdescribed you may have a legal right to end the contract (to have the item replaced, exchanged or refunded).
  • If you want to end the contract because of something we have done or have told you we are going to do.
  • Under the Consumer Contracts Regulations 2013 you have 14 days to change your mind.

How to Terminate the Contract With Us

To end the contract with us, please let us know by doing one of the following:

  • Email us at [email protected]  Please provide your name, address, details of the order and, where available, your phone number and email address.

We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below:

  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

Our Rights To Terminate The Contract

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

  • we do not receive payment when it is due; or
  • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
  1. Faulty Items

If you have any questions or complaints about the product, please contact us. You can email us at [email protected]

We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.

The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • up to 30 days: if your products are faulty, then you can get an immediate refund.
  • up to six months (and beyond; up to the expected lifespan of the product): if your products can’t be repaired or replaced, then you’re entitled to a full refund or replacement, in most cases.
  • up to five years: if your products do not last a reasonable length of time you may be entitled to some money back.

Your obligation to return rejected products. If you wish to exercise your legal rights to reject products because they are faulty you must either return them to us marked “RETURNED GOODS” and post them to Sparkly & Co, 1 Bolle Rd, Alton GU34 1PW, United Kingdom via a delivery services that does not require a signature upon receipt.

For further guidance from Citizens Advice can be found here. 

Pricing and Payment

The price of the product will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct.

As a non VAT registered company none of our prices are subject to UK VAT.

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.

We accept payment via:

  • Create Payments
  • PayPal
  • Go Cardless


Privacy Policy

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Facebook, Etsy, Go Cardless, Paypal, or my Website (hosted with Create).

Information I Collect

To fulfil your order, you must provide me with certain information such as your name, email address, postal address, payment information, and the details of the product you are ordering. All information is stored digitally, either on Facebook, Etsy, Paypal or my Website. Access to this information is restricted to me alone, and is password and fingerprint protected in line with system requirements.

Why I Need Your Information and How I Use It

I rely on several legal bases to collect, use, and share your information for example:
• To provide my services, and use your information to fulfil your order, to settle disputes or to provide customer support.
• To comply with (if necessary) a legal obligation or court order in connection with a legal claim, like retaining information about your purchases if required by tax law.
• For the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, by providing and improving my services. I use your information to provide the services you have requested and in my legitimate interest to improve my services. Your information will also be used as necessary to comply with my obligations under Compliance with the Etsy Seller Policy and Terms of Use.

Information Sharing and Disclosure

Information about my customers is important to my business. I may share your personal information in certain circumstances, as follows:

• Service Providers - I share information with trusted third parties, such as royal mail and Pay-Pal, only to the extent necessary to perform these services to my shop.
• Compliance with Laws - I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.